DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

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3CLogic

MAY 26, 2022

During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience. billion in 2021 and is expected to grow 15.3% Effective customer experience management empowers your virtual agents to support each customer as an individual.

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DMG Consulting

JULY 31, 2019

Call tracking is also a step in the customer journey; it gathers important details about customers and their buying preferences, and shares this data with the contact center, where it can be used to optimize sales by routing calls to the most appropriate agent. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect.

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DMG Consulting

SEPTEMBER 26, 2018

The result is increased demand for real-time speech analytics, which can deliver accurate and timely insight and guidance to agents during interactions with customers, mitigating liability risks and guiding interactions to results that are mutually beneficial for the enterprise and the customer.

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DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

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Uniphore

JUNE 10, 2021

Did you know: 56 percent of agents reported planning to quit in the future? Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Try Demo Now.

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DMG Consulting

OCTOBER 17, 2019

Sales of interaction analytics, including new sites and geographies and replacement solutions, are expected to pick up momentum over the next few years, as long as the economy remains strong. DMG expects the number of IA seats to increase by 12% in 2019, 11% in 2020, 10% in both 2021 and 2022, and 9% in 2023.

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DMG Consulting

OCTOBER 17, 2019

DMG expects RPA revenue to increase by at least 125% in 2020 and 2021, and 100% in each of the three years 2022, 2023 and 2024. For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 31, 2019

DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market.

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DMG Consulting

DECEMBER 11, 2019

DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018 (as of July 31, 2019). For more information, visit www.dmgconsult.com. # # #.

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DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. DMG expects the WFM sector to continue to grow at a strong rate for a mature market. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting.

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DMG Consulting

MARCH 31, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. DMG remains bullish on this IT market, particularly now that some larger contact centers are either moving to the cloud, albeit not all of their seats at once, or considering a move. DMG expects the CBCCI market to grow at a minimum rate of of 22.5%

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UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. Modernizing Your IVR.

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DMG Consulting

SEPTEMBER 20, 2021

May 25, 2021 Donna Fluss. Contact Centers’ Road Map to Success in the New Normal. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval. What’s Next for Contact Centers.

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ConvergeOne

SEPTEMBER 20, 2022

Your call is probably answered by an IVR (Interactive Voice Response) system. You entered your order or customer number in the IVR. You were identified and authenticated by the IVR. You might have even identified the problem you were having to the IVR. What was the point of the IVR then?

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DMG Consulting

MARCH 30, 2021

March 30, 2021 By Donna Fluss. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Contact Centers’ Digital Transformation Has Only Begun.

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Global Speech Networks

FEBRUARY 2, 2022

In our survey from November 2021, “The State of CX 2022: A survey of the Australian financial services industry,” GSN found around 32% of survey respondents were still using outdated contact centre technology. The fully-featured out-of-the-box solution includes auto attendant, speech-enabled IVRs, call routing, call-back and reporting.

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NobelBiz

FEBRUARY 21, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. It is built on virtual agents, capable of doing human-like tasks independently and up to 10 times quicker than humans.

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NobelBiz

FEBRUARY 15, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. It is built on virtual agents, capable of doing human-like tasks independently and up to 10 times quicker than humans.

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Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. PALO ALTO, Calif. , Attended and Unattended RPA.

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